A Service Window is the number of days after the purchase of a product that you allow customers to request a return or exchange. A Service Window starts when the order placed, not when the product was delivered.
When you first sign on with Return Rabbit, you will provide your default service window.
In the Service Window Configuration, you can add exceptions to your default service window. These are periods where you allow your customers more or fewer days to make a request. This period overrides the globally defined service window.
You can also change your default Service Window from this screen. Just click on the link in the Service Window Configuration description, and a pop-up will open up where you can change your default service window.
The Service Window can be edited when needed to cater to the customer’s needs by clicking on the edit icon on the service Global Service Window pop-up.
Changes Apply Immediately
Any change will take effect immediately, and change the serviceability of the order services created thereafter. Please be careful while changing this as this configuration will directly affect your customers.
Depending on requirements, you can also choose when to start the Service Window
There are two options:
Depending on requirements, you can also choose when to start the Service Window.
Date of Delivery/Order fulfillment: The Service Window will start from the day the item is delivered/fulfilled.
Date of order placement: The Service Window will start from the time the order is placed.
You can also configure the return windows for refund methods by clicking on the link on the Global Service Window pop-up.
Adding a Service Window Exception does not change your default service window, however if any purchases are made by customers during the time window you provide, the Service Window will change to the number of days you allow against that specific period. Any orders placed outside this window will default to the globally defined service window duration.
To add an exception, you will need to add the following things:
A name for the exception window
A start date
An end date
The date up to which the customers can make a service request on the products bought between the stated time window.
Go to Configure > Return Management > Service Window.
Click on the Add New button. Provide the details in the pop-up and click Add.
Your new Service Window exception is now configured.
How can I turn a planned service window exception off?
To turn off a planned service window exception, go to that row in the table. Click on the delete icon on the far right side. Hit confirm and your planned service window exception will be deleted.
How can I change a planned service window exception?
In order to edit a planned service window exception, go to that row in the table. Click on the edit icon on the far right side and update the necessary information. Hit confirm and your planned service window exception will be edited.
Can I turn an active service window exception off?
No. But you can set the duration of the service window exception to the date of that day.